Overall impression: Reviews for The Cypress at Midtown are highly polarized. A sizable subset of reviewers praise the therapy program, several individual staff members, and the facility's location and small, quiet setting. At the same time, many other reviewers report serious and recurring problems with clinical care, responsiveness, cleanliness, maintenance, and staff behavior. The result is a split narrative: the facility can deliver good rehab outcomes and compassionate care through certain teams or employees, but there are numerous reports of neglectful incidents and systemic issues that create significant safety, hygiene, and trust concerns for families.
Care quality and safety: The most alarming and consistent theme across negative reviews is neglect and safety failures. Multiple reviewers reported residents left in soiled clothing or bedding for extended periods, feces left in rooms, residents left in bed for hours, and instances where call lights are ignored or respond very slowly (reports of call responses up to 1–1.5 hours). There are specific clinical harms described: missed or delayed medications, medication mix-ups or lost medications, a catheter left in place leading to urinary infection, a patient not seen by a stroke specialist, and reports of falls and dropped transfers that resulted in injury. Several reviewers described delayed or inadequate emergency responses (slow 911 calls), and one review described a COVID outbreak attributed to the facility's care. These are serious safety-related patterns that families must consider and investigate further.
Staff behavior and staffing patterns: Reviews describe wide variability in staff behavior. Many individual employees are repeatedly singled out for praise—therapists and some nursing and dining staff (names mentioned include Michelle in therapy, Antonio the cook, and Nette in dining management) are described as compassionate, professional, and effective. Families credit the therapy department with strong outcomes and rehabilitation progress. However, an equal number of reviews cite uncaring, demeaning, or abusive staff interactions, including rude phone behavior, staff talking down to residents, scolding nurses, and allegations of harassment by roommates. Several reviews specifically call out agency/contract staff as part of the problem. Understaffing is referenced multiple times, with night shift issues noted. Front desk coverage and staff communication with families were also flagged as inconsistent or poor.
Facilities, cleanliness, and maintenance: Physical plant issues are frequently mentioned. Positive comments note a small and quiet environment with an office-like exterior and occasional reports of clean, comfy spaces. However, many reviewers report significant cleanliness problems: urine/stale-urine odor, filthy and minuscule rooms, unemptied commodes, dirty floors, lack of housekeeping, and infrequent or missed baths. Maintenance concerns include broken beds, bathroom doors that don't lock, outdated or sauna-like HVAC (overheating), and a building that some say looks like it's falling apart. Shared rooms and shared bathrooms are common and create privacy and hygiene concerns. Some reviewers also noted limited common areas and an overall ‘‘not homey’’ feel.
Dining and activities: The dining experience elicits mixed reactions. Several reviews praised the food and specific dining staff (Antonio, Nette), and some residents were reported as well-fed and given assistance. Other reviews describe food that is cold, unappetizing in appearance, or inadequately presented. Activities are limited; the facility reportedly lacks an activities director and programming appears sparse beyond occasional ice cream socials. That said, some families describe a family-like atmosphere and extra efforts by staff to engage residents.
Therapy and rehab strengths: One of the clearest strengths described across reviews is the therapy and rehab department. Numerous reports praise outpatient therapy, consistent and effective therapists, a well-equipped rehab gym, and specific staff members who produced meaningful functional improvements (progress toward walking, successful discharge home). These positive clinical rehabilitation experiences are highlighted as reasons some families highly recommend the facility.
Management, policy, and administrative issues: Management impressions are mixed. A portion of reviews praise leadership, describe the facility as well-run, and report positive changes or anticipated improvements after ownership change. Conversely, others report billing disputes, a high room-hold fee (reported as $2,000), poor responsiveness to family inquiries, and policies or staff that failed to respect POA authority (requiring another sibling’s approval for outings). Several reviewers reported poor follow-up from administration after incidents. There are also reports of agency staff use and instances of administration being informed of staff misconduct.
Patterns and recommendations: The dominant pattern is inconsistency. When core clinical and support staff (particularly therapy and some nursing/dining employees) are present and engaged, families report strong rehab outcomes, good food, and caring service. When other shifts or agency staff are on duty—or when housekeeping and maintenance lapse—reviews skew negative and sometimes describe severe neglect and safety hazards. Because of this variability, reviewers are strongly split: some highly recommend The Cypress at Midtown and call it ‘‘best in network,’’ while others strongly advise avoiding it entirely.
What families should verify: Given the mixed reports, prospective residents and families should take a careful, investigative approach. Recommended checks include: observe staffing levels on the intended units and shifts (including nights), ask about call light response times and emergency protocols, request data on incident reports and infection control (including any recent COVID outbreaks), confirm medication management practices and how POA permissions are honored, inspect room and bathroom cleanliness and maintenance (including locks and bed functionality), ask about use of agency staff and turnover, review dining samples and menus, verify therapy staffing and gym access if rehab is a priority, and get clear information on fees (including room hold charges). Also speak directly to families of current residents if possible, and watch interactions between staff and residents during a visit.
Bottom line: The Cypress at Midtown offers demonstrable strengths—particularly in therapy/rehab and in the dedication of certain staff members—but also shows recurring and serious criticisms around neglect, responsiveness, cleanliness, and inconsistent staffing. Families should weigh the facility's rehabilitation reputation and some positive staff reports against multiple accounts of neglect and safety lapses. A thorough, on-site evaluation and careful contract scrutiny are essential before placing a loved one there.
